We're a SaaS company providing web and mobile apps for our clients. Their customers use our product, but they don't know we exist as a company. Now that I'm on board as a designer; I would like their feedback and thoughts consistently.

Naturally I would need to loop in our clients for something like this, but does anyone have experience with how to go about surveying in this situation?

I would ideally like to not just have the survey in app, but also the option to send surveys via email.

  • So your company designs and develops the app for your clients, but does it also provide the customer support? If so then you have another channel of feedback about the product. What about all the usual channels like the product review and building a feedback mechanism directly into the app? – Michael Lai Feb 14 at 9:21

Your dev team can install on-page survey snippets, such as those provided by Hotjar.

  • Yes - currently they have a limited version of that, but it doesn't get a lot of traction. Different UX issue to address in that situation! I haven't used hotjar previously - is that one you'd recommend exploring? My concern is there's no mobile support and our app gets more sessions. – Chelsea C Feb 13 at 17:27

An alternative to having an in-built survey in the app, is to have a support/issues website where their customers log complaints/feedback directly. The site can be labelled as your Clients, but your company runs it. Hence you have control on feedback. You can also have a means of logging an issue via the app.

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